Cisco Agent Desktop (CAD) and Cisco Handset
This course provides agents with a basic level of understanding of the contact centre functionality for the Cisco Agent Desktop Software and IPCC Handsets.
This course covers the end user functionality of Agent Desktop Software such as transferring calls and conference calls. It also covers the extra functionality available to ACD agents such as logging in & out and making themselves available to the queues.
The IPCC handset is also demonstrated and differences between the Cisco Agent Desktop and IPCC Handset are demonstrated.
This offering is available for both Cisco Enterprise and Express contact centres.
| Duration | 45 minutes per session |
| Group Size | Up to 10 people per session |
| Prerequisite | No Prior Knowledge Required |
| Course type | Contact centre Agent |
| Training Room Requirements | Meeting Room Test Phone per Attendee Extension Mobility Logins and Passwords Agent Logins and Passwords PC per attendee with Agent Desktop Software Directory Numbers |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course should take place before a cutover |
Course Content
Upon successful completion, agents will be able to demonstrate the following agent features:
- Understand Contact Management Pane
- Understand the specific agent procedure from logging in to logging out
- Choose an Agent State
- Conduct Basic Call Handling
- Use the Phone Book
- Use the Chat Function
- Understand the Real Time Displays
Upon successful completion, agents will be able to demonstrate the following handset capabilities:
- Understand the specific agent procedure from logging in to logging out
- Perform standard handset features such as:
- Multiple Call Handling
- Hold /Transfer
- Conference
- Mute
- Corporate Directory
Course Material
Bespoke guides will be created for the handset and voicemail when the following information is provided:
- Handset Types
- Handset Keys for each type
- Extension Mobility details
- Agent Logins and Passwords
- Usage of Timed Wrap Up
- Usage of Unavailable Reason Codes
- Usage of Logout Reason Codes